Quick, Simple and Straight to the point
Anonymous | TrustRadius Reviewer
March 27, 2018

Quick, Simple and Straight to the point

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zoho Survey

We currently use the survey tool for our first line of the support team for reviewing the service we give clients in regards to technical Service. We send them a survey each month for the clients we serviced and review them with our application Engineers when we get the scoring back and input.
  • Lets us get feedback from clients on how they felt the Engineer did.
  • It shows us the knowledge needs if any for each engineer and shows and tells us what to improve on.
  • Allows us to have an organized way to audit the first line of support calls and services and the volume of traffic we get month to month.
  • Customization issues
  • Customer Service is the biggest flaw
  • Contacts duplicating
  • Booked more service work
  • Training classes increased
  • Bill rate went up
Easy to add to our existing plan with CRM and we really wanted everything under one roof and not multiple software. It's quick and simple and easy to use and does everything we need it to do and great to reflex on after you have serviced a client to see what improvements we need to make and training that we may need overall.
  • Employee Surveys
Outside of the function, it works well and does what we need it to do but when it comes to the customer service and guidance when your first starting off, it lacks a lot. The same with the emails from the technical support team as they take forever to get back to you on anything. Outside of that, we use it as it's simple but if you have a problem, good luck.

Zoho Survey Feature Ratings

Survey templates
7
Themes
5
Custom logo/branding
9
Changes to live survey
5
Question design help
9
Multiple question types
8
Survey logic flexibility
8
Response tracking
7
Data export
9
Standard reports
8
Custom reports
8
Analytics
9
Vendor-offered crowdsourcing
9
Respondent restrictions
6
Access controls
8
Compliance
8